Customer Service Representative

Pop-Up Talent

Customer Service Rep
Millbrae, CA 94030

We are seeking a detail-oriented, empathetic, and tech-savvy Customer Service Rep to support our customers. In this role, you'll be the first point of contact for resolving customer inquiries, processing orders, troubleshooting customer service questions, and ensuring an exceptional shopping experience. You will work through email, chat, phone, and eCommerce platforms to deliver fast, helpful, and personalized service.

RESPONSIBILITIES:

Respond promptly and professionally to customer inquiries via email, live chat, phone, and social media
Assist customers with order placement, product questions, tracking, returns, and exchanges
Resolve customer complaints and issues effectively and escalate when necessary
Monitor and update order status, shipping details, and inventory in the eCommerce system
Document interactions and maintain accurate records in CRM systems
Collaborate with warehouse, logistics, and internal teams to resolve fulfillment or inventory issues
Proactively identify patterns in customer feedback and recommend improvements
Maintain a thorough knowledge of products, promotions, policies, and procedures
Support online reviews, feedback management, and loyalty inquiries
Meet performance metrics such as response time, resolution time, and customer satisfaction

QUALIFICATIONS:

At least 5+ years of customer service experience (eCommerce hospitality, or retail a plus)
Excellent written and verbal communication skills with a focus on customer service
Meticulous attention to detail and superior organizational skills
Proficiency in current sales software (ACT, Salesforce, SAP), MS Office (Word and Excel with formulas and pivot tables is required), and Ai platforms (OpenAI) a plus
Familiarity with eCommerce platforms (e.g., Shopify) and Helpdesk software (e.g Gorgias), a plus
Knowledge of QuickBooks desktop is a plus.
Typing speed of at least 50 words per minute
Responsible and organized

COMPENSATION AND BENEFITS INCLUDE:

Salary: base + commission, plus healthcare (PPO), dental, 401k, free Friday lunch

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

req26-00122

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Vacancy posted 4 days ago

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